Customer
Meeting Customers Expectations
We help our clients achieve successful outcomes by focussing on customer expectations and your employee experience. Our approach ensures that customer expectations are met, organisational improvements are delivered and performance improved.
Customer Insight and Analysis
End-to-End Customer Journey Mapping
Customer Experience Strategy
Customer Experience Improvement
Helping customers achieve their potential
Engage
We engage with your customers to gather insights to help identify the ‘gap’ between the customer experience and their expectations. Our customer journey mapping process helps to identify areas for improvements. We can review the brand awareness and positioning and develop a customer insights report to clarify customer perceptions on the business.
Energise
We use customer insights to energise people across the business to focus on improving customer experience. We identify and implement quick wins, creating 4 day, 4 week and 4-month service improvement plans. We can undertake a market analysis and review of products and services, to support marketing strategy and sales planning.
Embed
We develop continuous improvement plans to embed the changes made to the customer experience. This includes reviewing the alignment of all key systems and processes with customer needs and recommending re-alignment where necessary, as well as developing appropriate, customer-focused measurement systems.
Evaluate
Throughout the Engage, Energise and Embed phases we assess current performance, agree future measures of success, measure individual initiatives, introduce review, feedback and improvement mechanisms and develop ongoing measurement and monitoring systems.
Customer and Employee Experience Services
Customer Experience Programmes
An independent evaluation of your customers identifying what you are doing well and what could be improved, leading to actionable insights.
Employee Experience Programmes
Your people are the key to your success. We’ll team up with you to develop long term relationships with your employees, seek input to improvement plans and embed change.
Customer Experience Journey Mapping
Understanding your Customers Experience journey is a core part of producing an effective Customer Experience strategy.
CX Maturity Modelling
Sometimes it is necessary to take a step back and review the effectiveness of what you’re doing. Our CX maturity modelling will review processes, identify gaps and benchmark results against similar type organisations.
Voice of Customer Programmes
Our managed CX programme that will gather voice of the customer data and key CX metrics after each stage of the customer journey and deliver them direct to the desktop of the people who need the information most.
Success stories
Quantified drivers of customer satisfaction
Customer journey improved and complaints reduced by 75%
Hospital acquired infections reduced to zero for 18 months
Customer satisfaction increased by 10%
“Journey4 brought clarity about the role of ‘Group’ and the areas in which there was to be absolute consistency and where there would be local interpretation. The transfer of knowledge has ensured that the ‘Abellio Way’ is still in use today, long after Journey4 had completed their work.”
Managing Director, Abellio Ltd
“This is the best hospital-based service transformation I’ve seen in the NHS in 20 years.”
Chief Executive Officer, NHS Yorkshire and Humber
“Really well done to you and the leadership team for pulling the MBP together. It’s a strong, well laid out and actionable plan.”
Chief Commercial Officer, Heathrow Airport
“On behalf of the entire Amey Severn Trent team I want to thank you for all of your effort, support, and guidance in your time with Amey Severn Trent. It has been a challenging time for us, but you have helped us transform the business and kept us on the path to success in Amp7.”
Business Director, Amey Utilities
“Journey4 have supported our bids for and operation of several public sector contracts and have provided a range of services, all focused on transforming the target organisation to deliver improved customer experience. Their professionalism and expertise have always been appreciated and has added significantly to our service offer.”
Business Development Director, Serco
“Just to place on record my thanks to yourself, Stuart and Journey4. I would not hesitate to work with you again. Much appreciated.”
Acting Chief People Officer, The Planning Inspectorate
